Call Center Metrics Aren’t Everything

March 8, 2016

Call center metrics should play second fiddle to actually satisfying the customers on the other end of the line.

When you’re talking about an inbound call center or answering service, a term that gets thrown around a lot is “metrics.” We’re not talking about meters and liters, we’re talking about things like first call resolution, average handling time, and abandon rate. Generally speaking, call center metrics are a good indication of your call center’s performance. While it’s important to focus on your metrics and performance, you have to also remember that your one true goal is customer satisfaction. Customers are people, not numbers, and they’re coming to you for help. Don’t focus on getting their problems dealt with quickly, focus on getting it done right.

Care About Your Callers

It’s hard to honestly care about each and every call that comes to your lines in any given day. And honestly, you probably won’t genuinely care about them all. But as a customer service call center professional, it’s your job, and that’s what you need to do. Acting with apathy might reach an end goal, but it could leave the customer on the other end feel like an annoyance and unvalued by the company you represent. Even if the problem is solved quickly, the customer could end up feeling less satisfied than they did at the beginning, and that’s no good for anyone. Solving problems is expected. The key is to do it in a way that instills confidence in customers that they’re dealing with a company they can come back to time and time again. Find the right combination of attitude, caring, empathy, and urgency, and you’ll be golden.

Care About Your Clients

As a hireable inbound call center, when you hire us we become we essentially become a part of your company. When customers call you, it’s us who picks up the phone. We basically become ambassadors for your brand. We, and the professional call center agents we employ, take pride in giving your company a positive face — er, voice — behind every call. Call center metrics come second to providing top-of-the-line service to every company that outsources their call center to us, big or small.

Get In Touch With TeleRep Today

At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.

Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out on Facebook,Google+,Twitter, LinkedIn, and Pinterest as well for more updates and information!